University of Utah Health Care

Returning Candidate?

Operator II

Operator II

Requisition Number 
26996
Reg/Temp 
Regular
Employment Type 
Full-Time
Shift 
Rotating
Work Schedule 
7:30AM to as late as 4:30PM, with Rotating Saturday AM or PM shifts.
Location Name 
Information Technology Services
Patient Care? 
No
City 
SALT LAKE CITY
State 
UT
Department 
UUH ISC 16K TELEPHONE & COMM
Category 
Customer Service

More information about this job

Overview

As a patient-focused organization, the University of Utah Health Care exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health Care seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position is responsible for excellent, customer-focused service by handling inbound telephone calls. The incumbent navigates the customer through the system, facilitates provider messaging, and performs other general operator service functions. This position makes a difference for customers by providing excellent service and maximizing efficiency by ensuring the accuracy of the information flow between different staff and departments. This position utilizes department provided emergency training to assist Telecom Dispatchers with emergency response protocol to both medical and non-medical emergencies.

This position has no responsibility for providing care to patients.

Responsibilities

  • Provides general operator services.
  • Provides excellent customer service by resolving concerns and responding to inquires in a professional and engaging manner.
  • Coordinates services provided to customers according to policies and procedures, and provides customer education as needed.
  • Maintains excellent schedule adherence and productivity standards.
  • Handles customer contacts in a timely and efficient manner. Customer contacts include patient and staff transfers, provider messaging, inquires, complaints and feedback calls.
  • Participates in weekly learning components and ongoing training opportunities.
  • Performs other administrative or clerical duties and projects as assigned.
  • Operates as a specialized call center, providing telephone support for specific hospital departments, including HCH, Customer Service, Clinical Neurosciences Center and other outpatient clinics.
  • Assists the Telecom Dispatcher by processing emergency calls and dispatching emergency teams as needed.
  • Assists the dispatchers with testing and documentation, elevator phones, fire drills, hospital codes, and other emergency drills.
  • Assists hospital staff with Smart Web education and troubleshoots Smart Web issues.
  • Delivers and follows through on all messages in which a page is activated and then logs all messages into the appropriate database.

Knowledge / Skills / Abilities

  • Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
  • Demonstrated excellence in verbal and written communications.
  • Demonstrated excellent listening skills that enable appropriate responses to customer requests.
  • Ability to verbalize empathy.
  • Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.
  • Ability to assimilate data from various sources.
  • Ability to type 40 WPM.
  • Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
  • Ability to prioritize and multi task in a fast paced environment.
  • Ability to handle emergency situations efficiently and effectively.
  • Knowledge of emergency procedures and response.
  • Knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.
  • Demonstrated ability to troubleshoot pager issues.
  • Ability to utilize Epic to assist patients when appropriate.
  • Knowledge of HIPAA regulations to ensure patient information is guarded and respected.
  • Demonstrated competence using Smart Console.

Qualifications

Qualifications

Required

  • One year of customer service, call center or medical clinic experience.
  • Three months of working in an Operator I position.
  • Certification in all emergency procedures.

Qualifications (Preferred)

Preferred

  • Experience with Epic and Outlook.
  • Associate's degree in Communications, Business, or a related, medical field.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

  • This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions

Physical Requirements

Color Determination, Far Vision, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching